Cisco Unified Contact Center Enterprise, Unified Contact Center Enterprise 12.6(1) User guide

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Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise,
Release 12.6(1)
First Published: 2021-05-14
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CONTENTS
Preface xvii
PREFACE
Change History xvii
About This Guide xviii
Audience xviii
Related Documents xviii
Communications, Services, and Additional Information xviii
Field Notice xix
Documentation Feedback xix
Conventions xix
Product Architecture 1
CHAPTER 1
Cisco Unified Contact Center 1
Unified CM Peripheral Support and CTI OS 3
Router 3
Network Interface Controller 3
Logger 3
Peripheral Gateway 4
Open Peripheral Controller 6
Peripheral Interface Manager 6
Unified Communications Manager PIM 6
VRU PIM 6
Media Routing PIM 6
TDM ACD PIMs 7
JTAPI Gateway 7
CTI Gateway (CTI Server) 7
Configuration System 7
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Administration & Data Server 8
Configuration Updates 8
Reporting System 9
Historical Data Server 9
Unified Intelligence Center 10
Unified Intelligence Center Standard Deployment Model 10
Unified Intelligence Center Scaled Deployment Model 11
Unified Contact Center Management Portal 12
Outbound Option 14
Monitoring SNMP Health 17
CHAPTER 2
SNMP Overview 17
Faults 17
Instrumentation 19
Base-Level SNMP MIB Support 19
SNMP Primary Agent 19
Base Level SNMP Subagents 19
Platform MIB Support 20
Host Resources MIB Subagent 20
MIB2 21
SYSAPPL MIB Subagent 21
CISCO-CONTACT-CENTER-APPS-MIB 21
CISCO-CONTACT-CENTER-APPS-MIB Overview 22
CISCO-CONTACT-CENTER-APPS-MIB Structure 22
Mapping CCCA-MIB to Standard Host MIBs 24
CISCO-CONTACT-CENTER-APPS-MIB Objects 26
CCCA MIB Base Objects 27
CCCA MIB Instance Table Objects 27
CCCA MIB Component Table Objects 28
CCCA MIB Component Element Table Objects 29
CCCA MIB Router Table Objects 30
CCCA MIB NIC Table Objects 32
CCCA MIB Logger Table Objects 32
CCCA MIB Administration Server and Real-Time Data Server Table Objects 33
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Contents
CCCA MIB Peripheral Gateway Table Objects 35
CCCA MIB Peripheral Interface Manager Table Objects 36
CCCA MIB CTI Gateway Table Objects 37
CCCA MIB CTI OS Table Objects 38
CCCA MIB Outbound Option Campaign Manager Table Objects 39
CCCA MIB Outbound Option Dialer Table Objects 40
Configuring the SNMP Agents 42
Installation Prerequisites for SNMP Support 42
SNMP Agent Configuration 43
Add Cisco SNMP Agent Management Snap-In 43
Save Snap-In View 44
Configure Community Names for SNMP v1 and v2c 44
Configure User Names for SNMP v3 45
Configure General Information Properties 47
Maximum Limits Settings for Agent Performance 49
Change Agent Log Quantity Setting 49
Configure SNMP Trap Destinations 49
Multihomed Windows Server 51
Understanding SNMP Notifications 53
CHAPTER 3
Unified ICM/Unified CCE Notification Type 53
cccaIcmEvent 53
Dual State Objects 56
Correlating Notifications 58
Single State Objects 59
Organizing SNMP Notifications 60
CSFS Heartbeat Notification 60
Syslog Message Interface 63
CHAPTER 4
The Cisco Log Message Format 63
Configure Syslog Destinations 64
Services and Processes 67
CHAPTER 5
Services 67
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Using the Local Desktop 75
ICM Service Control and Windows Task Manager 75
Using the Local Registry 75
Using the Remote SNMP Management Station 76
Contact Center Trace Levels 79
CHAPTER 6
Trace Levels 79
Trace–All Nodes 80
Trace–Administration and Data Server 80
Trace–Router 81
Trace–Logger 81
Trace–Peripheral Gateway 82
Trace–Web Setup 84
Trace–Diagnostic Framework 84
Trace–SADLib 85
Reference Tables 85
EMS Log Compression 86
Dumplog 86
EMS File Compression Control 87
Other Registry Keys 87
Set Router Tracing 87
How to Set OPC Tracing 88
General Diagnostics 89
Diagnosing Network Transfer Issues 89
Diagnosing Multimedia Issues 89
Diagnosing VRU PG Issues 89
How to Restore Default Trace Levels 90
How to Display Trace Levels 90
How to Set Unified CCM PIM Tracing 90
How to Set JTAPI Gateway Tracing 90
How to Set JTAPI Gateway Default Tracing 90
How to Set Contact Sharing Tracing 91
How to Set CTI Server Tracing 91
Setting CTI Server Default Tracing 92
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Setting CTI OS Tracing 92
Setting VRU PIM Tracing 92
Setting VRU PIM Default Tracing 93
Setting Outbound Option Tracing 93
How to Reset CampaignManager Tracing 93
How to Reset baImport Tracing 93
How to Reset Dialer Tracing 94
Trace File Retention Settings 94
Router Full Dump Enabled by Default 95
Performance Counters 97
CHAPTER 7
Import Unified CCE Data Collector Set Template 97
Platform Health Monitoring Counters 98
Platform Diagnostic Counters – Automatic Collection 101
Platform Diagnostic Counters 105
All Components 105
Logger/Administration & Data Server/HDS 106
SQL Server 107
Component-Specific Counters 107
Router 108
Logger 110
Administration & Data Server 111
PG – OPC 112
PG – Communications Manager (EA) PIM 114
PG – VRU PIM 115
CTI Server 116
CTI OS Server 118
Outbound Option Campaign Manager 121
Outbound Option Import 122
Outbound Option Dialer 122
Message Delivery Service 124
QoS 134
Capacity Planning 139
CHAPTER 8
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Capacity Planning Process 139
Capacity Planning – Getting Started 140
Finding the Busy Hour 140
Collected Data Categorization 141
Current Deployment Design 141
Configuration Information 142
Traffic Load 143
Migration Requirements 143
Platform Performance 144
Capacity Utilization 144
CPU Utilization Calculations 145
Memory Utilization Calculations 145
Disk Utilization Calculations 146
NIC Utilization Calculations 146
Maximum Utilization Calculations 146
Relating Traffic Load to Resources 146
Diagnostic Tools 149
CHAPTER 9
Diagnostic Framework 149
Overview 149
Installation and Configuration 149
Service Registration and Dependencies 150
Configure Service Port 150
Installing or Updating Third-Party Certificate 151
Diagnostic Framework Log Files and Logging Level 151
Diagnostic Framework Service Resources Requirements 152
Security 153
Log In to the Diagnostic Framework Portico 153
Authentication, Authorization, and Auditing 154
Encryption 156
Certificate Management 156
Usage 158
Accessing the Diagnostic Framework Through the Analysis Manager 158
Accessing the Diagnostic Framework Through the Unified System CLI 159
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Accessing the Diagnostic Framework Through the Built-In User Interface (Portico) 184
Accessing Diagnostic Framework Commands Through a Browser 185
CLI Configuration 185
Deployment Option 1: CVP OAMP 186
Configure System CLI with CVP OAMP 186
Modify or Add User to CVP OAMP for System CLI 187
Install CVP Remote Operations 188
Add Remote Operations Machines to CVP Operations Console 189
Confirm Windows Environment Variables Set Correctly for CVP Web Services 189
Use Unified System CLI with CVP OAMP 190
Deployment Option 2: Devices.csv 190
Create Devices.csv from Sample File 191
Add Connection Information to Devices.csv File 191
Designate Users for Diagnostic Framework 192
Use Unified System CLI with Devices.csv 193
Running the System CLI from Multiple Machines with Devices.csv 194
Diagnostic Framework API 194
GetTraceLevel 194
SetTraceLevel 195
ListTraceComponents 195
ListTraceFiles 197
DownloadTraceFile 197
ListLogComponents 198
ListLogFiles 199
DownloadLogFile 199
ListAppServers 200
ListConfigurationCategories 200
GetConfigurationCategory 201
GetProductVersion 201
GetProductLicense 201
GetPlatformInformation 202
GetNetStat 203
GetIPConfig 203
GetTraceRoute 203
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GetPing 203
ListProcesses 203
ListServices 204
GetPerformanceInformation 205
GetPerfCounterValue 205
GetAlarms 206
SetAlarms 208
SNMP/Syslog REST API 208
General Information 209
SNMP v1/v2c Community 212
SNMPv3 User 218
Traps 226
Syslog 232
Update Implementation for SNMP/Syslog REST APIs 236
Diagnostic Framework Troubleshooting 237
DUMPLOG 238
EMSMON 242
How to Run EMSMON 243
Monitoring Process 243
Run EMSMON Remotely 243
EMSMON Connections 243
Unified CCE Certificate Monitoring Service 244
Certificate Monitoring Events 244
Certificate and Key Validation 245
Serviceability 246
Supported Log Levels 247
Configuration Parameters 247
Serviceability for VOS-Based Contact Center Applications 249
CHAPTER 10
VOS-Based Contact Center Applications 249
Real Time Monitoring Tool 249
Install and Launch RTMT 250
RTMT Client Support Services 251
The RTMT Interface 251
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Download Trace and Log Files 252
View the Status of Services 254
Alert Central 255
Cisco Identity Service Alerts 256
Cloud Connect Syslog and Alert 257
View Performance Counters 258
Disaster Recovery 258
Live Data Serviceability 259
CHAPTER 11
Live Data Reporting System 259
Live Data Collecting Logs 259
Live Data Log Levels 260
Set Live-Data Trace Agent 261
Set Live-Data Trace Skill-Group 263
Set Live-Data Trace Precision-Queue 264
Live Data Failover Configuration 265
set live-data failover 265
unset live-data failover 265
show live-data failover 266
Live Data Syslog 267
set live-data syslog-server 267
unset live-data syslog-server 267
show live-data syslog-server 268
Monitor and Analyze System Performance Using Nmon 268
utils live-data nmon start 268
utils live-data nmon stop 268
Live Data Socket.IO 269
show socketio status 269
Live Data SNMP 270
Live Data CISCO-LIVEDATA-MIB 270
Live Data MIB Textual Conventions 271
Live Data MIB General Objects 272
Live Data MIB Cluster Information 272
Live Data Service Table 273
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Live Data Reporting Connection Table 274
Live Data Event Table 275
Live Data MIB Notifications 277
Live Data SNMP Event Correlation 277
Live Data SNMP Parameters 278
Cisco Identity Service Serviceability 281
CHAPTER 12
Cisco Identity Service Logs 281
Set the Cisco Identity Service Log Levels 281
Set up a Remote Syslog Server 282
CCE Serviceability and Monitoring using AppDynamics 283
CHAPTER 13
Overview 283
Supported Applications 283
Prerequisites 285
Application Group and Agent Licenses 285
Cloud Connect 285
CCE Solution Components 285
Performance Monitoring 285
Enable Performance Monitoring 286
HTTP/HTTPS Proxy Setting 289
Update Performance Monitoring Configuration 290
Disable Performance Monitoring 290
Check Status of Performance Monitoring 291
Test Connection with AppDynamics Controller 291
Configure Thresholds and Alerts for Monitoring 291
Configure JMX Monitoring and Alerting Templates for Finesse Desktop 292
Dashboards 292
Create Dashboards Using Templates 293
End User Monitoring 293
View Metrics 294
Check Logs 297
Things to Know 298
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MIB Results Example Appendix 299
APPENDIX A
Cisco Contact Center Applications MIB Results Example 299
Unified ICM/Unified CCE SNMP Notifications 303
APPENDIX B
Administrative Data Server SNMP Notifications 304
Node Manager SNMP Notifications 304
Message Delivery Service SNMP Notifications 312
Router SNMP Notifications 315
Logger SNMP Notifications 325
Peripheral Gateway SNMP Notifications 333
CTI SNMP Notifications 338
Live Data Events 347
Live Data TIP Server SNMP Notifications 364
Outbound Option SNMP Notifications 369
ICM Network Interface Controller SNMP Notifications 381
TDM Peripheral Gateway SNMP Notifications 420
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Contents
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Contents
Preface
•Change History, on page xvii
•About This Guide, on page xviii
•Audience, on page xviii
•Related Documents, on page xviii
•Communications, Services, and Additional Information, on page xviii
•Field Notice, on page xix
•Documentation Feedback, on page xix
•Conventions, on page xix
Change History
This table lists the changes made to this guide. The most recent changes appear at the top.
DateSeeChange
September 2020 to
March 2021
Webex CCE Serviceability
with AppDynamics
Added a new section
December 2020Accessing Diagnostic
Framework Commands
Through a Browser
Accessing the Diagnostic
Framework Through the
Built-In User-Interface
(Portico)
Certificate Management
Unified Contact Center
Management Portal
IE 11 support removed
March 2021Component-Specific
Counters
Added new counters for Agent Answers
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About This Guide
This document contains system diagrams, staging steps and sample test cases for supported models of Unified
ICM/CCE. The supported models are:
• Dedicated Forest/Domain Model
• Child Domain Model
• Hosted Network Applications Manager (NAM)/ Customer ICM (CICM) Model
This document is for individuals responsible for staging deployments of Cisco contact centers. Individuals
must be trained on the use and functions of Unified ICM/CCE & Hosted as well as Microsoft Windows Server
2008 R2 SP1, Active Directory (AD), and DNS. This document does not provide detailed Cisco Unified
Intelligent Contact Management Enterprise (Unified ICM), Hosted NAM/CICM, or Microsoft Windows
Server 2008 R2 SP1 specific information. You can find this information elsewhere in specific documentation
from Cisco or Microsoft.
Note
Audience
Individuals utilizing this document must have knowledge and experience with the following
tools/software/hardware to stage the system software as described in this document:
• Cisco Unified ICM Scripting and Configuration Tools
• Third-party software (if installed)
• Microsoft Windows Server and Windows Active Directory administration
• Microsoft SQL Server administration
Related Documents
LinkDocument or Resource
https://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-express/
tsd-products-support-series-home.html
Cisco Unified Communications Manager
Communications, Services, and Additional Information
• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.
• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
• To submit a service request, visit Cisco Support.
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Preface
About This Guide
• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit
Cisco Marketplace.
• To obtain general networking, training, and certification titles, visit Cisco Press.
• To find warranty information for a specific product or product family, access Cisco Warranty Finder.
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Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system
that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides
you with detailed defect information about your products and software.
Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that
typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice
Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume
RSS feeds when new announcements are released for the following notices:
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• Field Notices
• End-of-Sale or Support Announcements
• Software Updates
• Updates to Known Bugs
For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/
mynotifications.
Documentation Feedback
To provide comments about this document, send an email message to the following address:
We appreciate your comments.
Conventions
This document uses the following conventions:
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Preface
Field Notice
DescriptionConvention
Boldface font is used to indicate commands, such as user entries, keys, buttons,
folder names, and submenu names.
For example:
• Choose Edit >Find.
• Click Finish.
boldface font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
•A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
italic font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>
window font
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window
such as a password.
< >
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Preface
Preface
/